Training partnership with CCMA offers enhanced contact centre training for all

The provision of training for your call centre agents is just one aspect to building an effective contact centre and the delivery of a great customer experience. However, the type of training offered to agents is key to improving their skills and knowledge so they can be effective in their role and present your brand in the best possible way.

Training should not be considered a one-off activity that explains what they should and shouldn’t say, how to use the software and record information etc. It should be an opportunity to develop the ‘human element’ and build real empathy and understanding between your agent and your clients. Only then will this result in having fulfilled and confident agents and clients that believe they are important and being heard.

At BPA Quality we have a very successful professional training division who have been designing and delivering training services to our clients for many years. We are now very pleased to have extended the reach of this training by partnering with the CMMA and delivering some of our course titles through their comprehensive open schedule of courses.

The initial courses that are being offered via the CCMA are:

Delivering a great Customer Experience to vulnerable customers

Great businesses can be relied upon to provide a consistent level of service that is inclusive of all their customers. How best do we achieve this when some of our customers might have more challenges in communicating and making informed decisions because they are vulnerable in some way?

This interactive workshop will help Contact Centre agents be better able to recognise all types of vulnerability and be more flexible in their approach, enabling them to align with customers and meet their needs more effectively.

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Emotional Intelligence in the contact centre

Emotional Intelligence has shown to be a far more reliable indicator of success in our lives than simply having a high IQ. This workshop explores the basic principles of what makes us emotionally intelligent and how we can develop these all-important skills.

With its focus on raising our own self-awareness, this in turn will help improve self-management. From this newly informed position of self-discovery, you can explore the best ways to apply these insights to your own working environment.

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Quality Assurance in the contact centre

Raising awareness of the Customer Experience and customer outcomes offers more appreciation of the role that continuous improvement plays in the quality process.

This workshop, with its focus on practical implementation, explores the importance of QA and calibration and the influence it can and should have across the Contact Centre.

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Managing change in the contact centre

Change and transformation is a constant journey in most organisations and the contact centre environment is no exception. This workshop explores how to take conscious control of the change process and learn how to communicate effectively during periods of change.

It will assist in bringing employees on the journey with you, helping them to see change as a progressive evolution and to minimise confusion and motivational blocks.

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Follow the links above to view forthcoming dates for when you or your team can join one of these sessions. Alternatively to learn more about out training programmes, visit our training page.